Storefront lets you issue full or partial refunds to your customers directly from the order details page. Refunds are processed through Stripe and returned to the customer's original payment method. The refund eligibility window, what you get back as a reseller, and the fees involved are all worth understanding before you issue one.
How refunds work
When you issue a refund, Stripe returns the refunded amount to your customer's card within 5–10 business days.
As the reseller, what you get back depends on timing:
- The $0.75 Storefront processing fee is not returned to you.
- A $1.00 revoke fee is charged to your OpenSRS account balance to cover the cost of deprovisioning the domain.
- Domain renewals: the customer receives their money back, but OpenSRS does not return the renewal cost to your balance.
- Privacy protection is not refundable.
If the refund falls within the Add Grace Period (AGP), typically the first 5 days after registration; Storefront attempts to revoke the domain from the registry. A successful revocation returns the domain registration cost to your OpenSRS balance. If revocation fails or the AGP has passed, the registration cost is not returned.
Refund eligibility
| Window | What's available |
|---|---|
| Within 5 days of order | Full refund |
| 6–60 days after order | Full or partial refund |
| After 60 days | Refunds are no longer available |
Issue a refund
- Log in to Storefront Manager.
- Navigate to Orders and click the Order ID you want to refund.
- Click Issue Refund.
The Issue Refund button does not appear on orders that have already been fully refunded or where the 60-day window has passed.
Full refund
The full refund option is selected by default. Click Refund to complete the process.
Partial refund
- Select Partial refund to see an itemized list of eligible items.
- Select the items you want to refund.
- Click Refund.
What your customer sees
Stripe notifies the customer by email when the refund is processed. The refunded amount appears on their card statement within 5–10 business days, depending on their card issuer. If you issued a partial refund, the email and statement reflect only the refunded portion.
The order's status in the customer portal updates to Refunded or Partially Refunded immediately after you issue the refund.
Where to track refund status
After issuing a refund, you can track its status in two places:
The Transactions tab on the order shows the refund as a line entry with its date, amount, and status. This is where Stripe error messages appear if a refund fails.
The Orders page reflects the updated order status — Refunded or Partially Refunded — immediately after processing.
Troubleshooting
The Issue Refund button isn't showing on an order.
The button is hidden when the order has already been fully refunded, or when the 60-day refund window has passed. Check the order's Transactions tab to confirm the current refund status.
A refund failed — what does the error mean?
Failed refunds generate an error in the order's Transactions tab. Common causes:
| Stripe error | What it means |
|---|---|
| lost_or_stolen_card | The card was reported lost or stolen. |
| expired_or_canceled_card | The card has expired or been cancelled. |
| charge_for_pending_refund_disputed | The original charge is being disputed by the customer. |
| insufficient_funds / declined | Insufficient funds in the connected Stripe account. |
| merchant_request | The refund was declined at the merchant level. |
| unknown | Retry the refund, or contact Stripe support if it fails again. |
My customer says they haven't received their refund.
Refunds take 5–10 business days to appear on a card statement. If more than 10 business days have passed, ask the customer to contact their card issuer. Confirm the refund was processed by checking the Transactions tab on the order.
Related articles
- Viewing and Managing Orders in Storefront
- Setting Up Stripe on Your Storefront
- Adding Funds to Your OpenSRS Account
Questions? Contact OpenSRS Support.
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